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In mobile banking (m-banking), understanding the factors contributing to customer satisfaction is crucial for bank managers to design effective strategies for enhancing the uptake of mobile banking services. This study assesses the relationships between quality, technology acceptance and credibility factors and behavioural outcomes (actual use, continuance intention and loyalty) and satisfaction with m-banking. It further investigates the moderating influence of economy type, innovation level, connectivity level and sample size on all these relationships.

The study employs a meta-analysis technique and reviews 54 published studies to investigate the antecedents and consequences of satisfaction with m-banking.

The study finds a significant relationship between satisfaction with m-banking and quality, technology acceptance and credibility factors and behavioural outcomes. It concludes that the moderating effect of economy type, innovation level, connectivity level and sample size partially moderate the majority of the hypothesized relationships.

Drawing on a comprehensive literature review, this study presents a novel framework elucidating the antecedents and behavioural outcomes of satisfaction with mobile banking. It contributes to the literature by exploring the moderating effects of sample size and country context on the relationships between these factors, presenting important implications for future mobile banking research.

This study has practical implications for m-banking service providers, offering insights into the factors that drive user satisfaction with mobile banking and highlighting the need for tailored strategies in different country contexts.

This study examines the effects of factors leading to satisfaction and the subsequent outcomes within the context of m-banking. The findings offer fresh perspectives that can be valuable for managers and policymakers, enabling them to enhance customer satisfaction in the realm of m-banking.

In mobile banking (m-banking), knowing and understanding trust-related factors can enable bank managers to design suitable strategies for enhancing its overall uptake. Based on this premise, the present study assesses the relationship of trust in m-banking with technology acceptance and use factors, quality factors, risk factors and a personal factor as well as behavioral outcomes. The study further investigates the moderating influence of Hofstede’s cultural dimensions on these relationships.

The present study synthesizes the outcomes of 63 quantitative studies on trust in m-banking by using the meta-analysis technique.

The study finds a significant relationship of trust in m-banking with technology acceptance and use factors, quality factors, risk factors, a personal factor and behavioral outcomes. Additionally, Hofstede’s cultural dimensions, namely power distance, individualism/collectivism, masculinity/femininity and uncertainty avoidance, significantly moderate the majority of the hypothesized relationships.

By reviewing the extant literature, this study provides a comprehensive framework that explains the antecedents and behavioral outcomes of trust in m-banking and determines how these relationships effectively vary across cultures.

The study helps m-banking service providers to understand how trust in m-banking can be enhanced. The study also shows which factors are more impactful in a particular culture.

This is an original study that contributes to the m-banking marketing literature.